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Posts: 2
Registered: ‎10-10-2017

Why I sorry I went back to BestBuy

At 12:23 today I purchased a flat screen tv.  It was inspected for screen crack before i left and found none.  After mounting it on a stand and removing the plastic protective covering I found a break.  I'm not a novice setting up flat screens and am very carefull wiith them.  I have 4 right now, none purchased from best buy.  I imediately packed it up and returned to the store (Dayton Mall).  There I was told I'm out of luck because I didn't purchase protection and I didn't have the Geek Squad install.  Now I'm out $320 and have nothing to show for it.

This is not the first time I've had a problem with BestBuy.  I was an early holder of a Best Buy credit card.  My first purchase was for a compter for about $2200 with the 180 day no-interest offer.  I thought I'd paid it off within the time frame, but was charged interest.  Via a complaint, I found out that they had been posting payments to other purchases, so the Same-As-Cash expired and I owed the interest.  I canceled that card.

I avoided BestBuy for seveal years after that, but one Christmas I was looking for a GPS for my daughter.  I got one at the Dayton Mall BestBuy, wrapped it, and presented it to my daugher Christmas day.  She opened it, only to find the GPS unit wasn't in the box.  A trip to the store brought no satisfaction.  I wrote to the manufacturer (can't remember if it was Garman or TomTom) and they sent a replacement, no questions asked.  Worthy manufacturer, not so the store.

With these three incidents, I can assure you I will never cross the threshold of a BestBuy store again.  Microcenter and Amazon will be my go-to's from now on.

Posts: 5,011
Topics: 39
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Registered: ‎12-23-2016

Re: Why I sorry I went back to BestBuy

Hello wnh181,

 

Thanks for joining us at the Best Buy Community forums. I’m sorry to hear that you had such a bad experience with your recent television purchase, and with your payments on your My Best Buy credit card.

 

Under our Return & Exchange Promise we do not offer refunds or exchanges on items that are damaged. This is one of the reasons why televisions are sometimes checked before leaving the store—to make sure that they are in good condition. As the crack in your television appears to have occurred during transport or setup we would not be able to provide an exchange for you in this situation. I would suggest reaching out to the television manufacturer to see if they are able to provide you with any assistance in this situation, as the GPS manufacturer did for you previously.

 

Regarding the payments on your My Best Buy credit card, I apologize that the terms of your repayment were not made clear to you and that caused you to incur interest charges. As all of our credit cards are administered by Citibank N.A. I always advise customers to reach out to them directly at 1-888-574-1301 to go over any questions that they may have about how payments work for deferred or reduced interest purchases.

 

I will be sure to document your concerns about our Return & Exchange Promise and our My Best Buy credit cards in our corporate systems. We really appreciate you taking the time to provide feedback. I hope that we’ll provide you with a better experience based on this feedback should you ever decide to shop with us again.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-10-2017

Re: Why I sorry I went back to BestBuy

[ Edited ]

Just an FYI, I can argue that the crack would not have been visible based upon the method used to check.  The TV was not talken from the box, but was given a cursory exam via a flashlight while still in the box.  I feel that I was very careful handling the TV and didn't notice the crack until mounted. 

 

As for the issue with the credit card, that was many years ago.  The terms of the credit was very clear.  The game played by whom ever was dealing with the credit was how the payments were applied.  This is a gambit played by several credit companied when dealing with "same as cash" purchases so it is not unique to BestBuy.  It is, however, a resaon I stopped buying at BestBuy with your credit.

 

I have made very few purchase at BestBuy since, and this last experience ends any further dealing with you.  I usually purchase from Microcenter or the Apple store.  More recently with Amazon.  I trust them to be customer centered and professional.

 

Good bye.

William {removed per forum guidelines}

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Posts: 5,011
Topics: 39
Kudos: 458
Solutions: 278
Registered: ‎12-23-2016

Re: Why I sorry I went back to BestBuy

Hi William,

Thank you very much for following up with me on this.

 

I appreciate you letting me know that you don’t feel that the inspection performed at the store was sufficient to discover the damage, and I will absolutely follow up with your local store about this. We need feedback like yours to continue to get better, and to provide the kind of service that will keep our customers coming back.

 

I can understand your reluctance to shop with us again after this experience. I hope that you’ll change your mind and give us another change in the future. I’m confident that we’ll provide you with a superior service if you do.

 

Thank you again,

 

Kyle R|Social Media Specialist | Best Buy® Corporate
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